http://www.returncustomer.com/2007/02/15/shouldnt-i-get-a-phone-call/ Learn beneficial marketing and business principles from everyday experiences Tue, 06 Jul 2010 14:08:53 +0000 hourly 1 http://wordpress.org/?v=3.0 http://www.returncustomer.com/2007/02/15/shouldnt-i-get-a-phone-call/comment-page-1/#comment-300 Joe Rawlinson Fri, 16 Feb 2007 14:33:12 +0000 http://www.returncustomer.com/2007/02/15/shouldnt-i-get-a-phone-call/#comment-300 Jonathan: Thanks for sharing your insight with the available technology. I too am surprised that more companies don't leverage the software and equipment they already have (and paid for) to better their customer's experience. You'd think that this would be an obvious measure of a return on their investment. Jonathan: Thanks for sharing your insight with the available technology. I too am surprised that more companies don’t leverage the software and equipment they already have (and paid for) to better their customer’s experience. You’d think that this would be an obvious measure of a return on their investment.

]]> http://www.returncustomer.com/2007/02/15/shouldnt-i-get-a-phone-call/comment-page-1/#comment-299 Jonathan Thu, 15 Feb 2007 22:43:53 +0000 http://www.returncustomer.com/2007/02/15/shouldnt-i-get-a-phone-call/#comment-299 Good article Joe. Most call monitoring systems, phone recorders or voice loggers have the ability to capture Caller ID in those situations and it's not hard for a supervisor to do a search once a day or week and pull up all such calls and simply use the Caller ID field to call them back and resolve the problem or offer condolences. I work for a company that produces call recording equipment and I have been surprised by how few customers actually use their call recording system for this purpose! I know as a consumer I would be hugely impressed by such a move. I've had bad customer support experiences like everyone else, but I've never had a positive call back afterwards. Good article Joe. Most call monitoring systems, phone recorders or voice loggers have the ability to capture Caller ID in those situations and it’s not hard for a supervisor to do a search once a day or week and pull up all such calls and simply use the Caller ID field to call them back and resolve the problem or offer condolences. I work for a company that produces call recording equipment and I have been surprised by how few customers actually use their call recording system for this purpose! I know as a consumer I would be hugely impressed by such a move. I’ve had bad customer support experiences like everyone else, but I’ve never had a positive call back afterwards.

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